Customer FAQ

If you are a registered customer log in and then go here to review our Digimonkey Support Tips section.If you still need further assistance, follow the prompts to open a support ticket and contact customer service.

If you are not a registered customer and have questions, we hope you will find your answer below. 

Q: What is an eBook?
Q: Why would I want to buy an electronic version of a book?
Q: How do I purchase an eBook?
Q: Will it cost me anything to register?
Q: How do I register with ARe?
Q: Is my personal information secure?
Q: What if I need to update my email address or other information?
Q: How do I reset or change my password?
Q: I would like to get your newsletter, how do I sign up?
Q: Can I access my library anytime, anywhere?
Q: Can I shop simultaneously at All Romance and OmniLit?
Q: Can I share my eBooks with others?
Q: Can I order eBooks through the mail or over the phone?
Q: Can I pay for eBooks with a check?
Q: Do you offer an express checkout option?
Q: Do you give refunds?
Q: How do the eBook/Omni Bucks, rebates, and gift certificates work?
Q: How do I search your catalog to find the books I want to buy?
Q: How do I know which format to purchase? (See the next question for information on the Secure Adobe eBooks and Secure Adobe ePub formats.)
Q: I notice some titles are only available in “Secure” formats What does that mean and can I read them?
Q: Can I use the secure materials I purchase from this site on multiple machines?
Q: Do you have a discount program?
Q: Do you have a loyalty program?
Q: Will I be able to rate the books that I read?
Q: How are the top rated lists calculated?
Q: How are the bestselling ratings calculated?
Q: I’m noticing that there are some special icons that appear on the category and product detail pages. Can you tell me what they mean?
Q: Can you explain your "heat" rating system?
Q: What if I find a great book here that I know a friend would love? Is there a way for me to share that information?
Q: How do I contact you?

Q: What is an eBook?
A: An eBook is merely an electronic version of a book. You can download eBooks to your personal computer or a handheld reading device.

Q: Why would I want to buy an electronic version of a book?
A: eBooks are typically less expensive because the costs of publishing are less than for paperbacks. They are ecologically sound. The integrity will not diminish. You can purchase an eBook at your convenience without leaving your home or place of work or waiting for a store to open. And there is no need to worry about stock running out. You can literally hold your entire library of books in the palm of your hand. 

Q: How do I purchase an eBook?
A: The first step is to register. Then you can search our catalog and simply choose your preferred title and add it to your shopping cart. When you finish shopping you can check-out and pay for your purchases. Your books will appear in your library and be available for immediate download.

Q: Will it cost me anything to register?
A: No. Registration is free.

Q: How do I register with ARe?
A:  Click on the "Register Now"  link that is located at the top of all pages.

Q: Is my personal information secure?
A: We will never sell your information to another party. We are a Verisign Pro Partner and we have Secure Socket Layer security on our web-site. Our web-server is authenticated upon connection using a digital certificate, all information is encrypted during transmission. Physical access to the data center is protected. In addition, we utilize host-based virus protection, firewalls, intrusion detection scanners, and 24-hour monitoring.

Q: What if I need to update my email address or other information?
A: You can edit your account information at any time by logging in and then selecting the Account link from the top center of any page.

Q: How do I reset or change my password?
A: If  you’ve forgotten your password, then click on the "Forgot?" link  located in the top right-hand corner of the Login box and enter the email  address you use to log in. A new temporary password will be emailed to you.  You’ll need to copy and paste that password into the password field to access  your account.

Once you  have logged in, click on the Account link in the upper center of the page and then  scroll to the bottom of your Customer Profile. You’ll see a  "Password" and a "Verify Password" field. Enter the  password you would like to use in both of those fields then click on the  "Update" button. The passwords will be saved and the fields will  clear. You can then logout and test by logging back in with your new  login/password combination.

Q: I would like to get your newsletter, how do I sign up?
A: You  can edit your account information to subscribe or unsubscribe.
Check  out this special Digimonkey Tip

Q: Can I access my library anytime, anywhere?
A: Your library, where all of your eBooks can be downloaded, can be accessed via the Internet. We selected our Web-host due to their reliability. We experience 99.9% up time, use multiple redundant telecommunications paths and carriers, have secondary power solutions in case of emergencies, RAID mirroring, 24/7 monitoring, backups and security updates.

However,  the Library is offered as a convenience, and is not designed to be a storage  facility.  Although publishers normally  inactivate rather than delete works, they do have the right to remove books  from the site at any time. If that were to occur, the download link in the  Library would become inactive.  This is  why we recommend all purchases be downloaded within 72 hours and all ebook  files be made a part of your regular computer backup routine.

Check  out this special Digimonkey Tip

Q: Can I shop simultaneously at All Romance and OmniLit?
A: Yes, but you must be logged in on both websites. 

Q: Can I share my eBooks with others?
A: No. All of the content on ARe is protected by copyright and should not be copied without permission. Re-use or re-distribution of any and all materials is prohibited under law.

Q: Can I order eBooks through the mail or over the phone?
A: No.  You must order eBooks on-line through the ARe site at omnilit.com or allromanceebooks.com

Q: Can I pay for eBooks with a check?
A: Sorry, no. We accept Visa, Mastercard, and Paypal only.

Q: Do you offer an express checkout option?
A: Yes.  You can set up a “Buy Now” account, which offers one click shopping for  frequent purchasers.
 Check  out this special Digimonkey Tip

Q: Do you give refunds?
A: No. We will, however, replace any damaged files.

Q: How do the eBook/Omni Bucks, rebates, and gift certificates work?
A: You  can purchase eBook Bucks, receive them as a gift, or get them as part of a  rebate. To purchase and use bucks, you must be a registered user. To purchase  Bucks for yourself, go to the “eBook Bucks”  link. To purchase a gift certificate for someone else, go to the “Gift Certificates”  link. To receive bucks as a rebate, purchase a book that lists an (after  rebate) price.

Rebates  are delivered to your on-line account in the form of eBook Bucks after purchase.  You can use Bucks for future purchases, although you must have enough Bucks in  your Available eBook Bucks account to pay for the entire order, or the “Pay  with eBook Bucks” button will not appear.

Check  out this special Digimonkey Tip

Q: How do I search your catalog to find the books I want to buy?
A: On  the left side of the page you will find a list of categories. Once a category  is selected you may then conduct a secondary sort by highest rated, best  selling, most recent, or length. We also allow for primary searches by author,  publisher, title, series or tag,  and  advanced searches by ISBN, Category, Flame Rating and download format.
Check  out this special Digimonkey Tip #1
Check  out this special Digimonkey Tip #2

Q: How do I know which format to purchase? (See the next question for information on the Secure Adobe eBooks and Secure Adobe ePub formats.)
A

NOTE:  Registered users can find detailed information on downloading and transferring  of files in the Digimonkey  Support Tips area.

Open eBook (ePub) is the recommended choice for iPhone/iPod Touch/iPad users in  conjuntion with the Bluefire Reader app. Macintosh or Windows PC users can download Adobe Digital  Editions, which will allow you to read epub books on your desktop. We  recommend ePub for all Android users  in conjunction with Aldiko. This format also is recommended  for the Nook, Sony and Kobo eReaders.

Adobe Acrobat (PDF) is the recommended choice for Macintosh, Windows PC, or Windows  Tablet. You can download Adobe Reader here

MS Reader (LIT) is the recommended choice for Pocket PC or if you want to read on  both your Windows PC and Pocket PC. Microsoft has announced it will be  discontinuing support for this format. Until August 30, 2012, you can download  MS Reader here

HTML is the recommended choice for Linux/Unix Computer, Franklin  E-Bookman, eBookwise-1150, or Hiebook readers.

Mobipocket (PRC or MOBI) is the recommended choice for Kindle, Windows CE, Handheld PC, Palm OS device, Pocket PC, Blackberry or an EPOC device. You can download Mobipocket here.

Palm DOC/iSolo (PDB) is the recommended choice for all  devices that are Palm compatible or eReader software  users.

Rocket (RB) is the recommended choice for Rocket, REB/1100, or eBookwise-1150

Q: I notice some titles are only available in “Secure” formats. What does that mean and can I read them?
A: If  a file is labeled as “Secure”, it means the publisher has applied digital  rights management, a form of encryption. ARe sells both Secure Adobe eBooks and  Secure Adobe ePubs. Most computers and devices are built to accommodate reading  these formats. We’ve made additional help pages available for guiding you  through the basics, gaining understanding of software requirements/issues, and  troubleshooting problems. If you are going to read on a Windows PC or  Macintosh, you will want to use Adobe Digital Editions.  If you are going to read on an Android device, we recommend Aldiko or Bluefire Reader. If you are going  to read on an iPad, iPod Touch, or iPhone, we recommend Bluefire Reader. While  most eBook readers support one or both of these file types, you should check  the device manufacturer’s technical specifications to ensure compatibility  before purchasing a Secure format title.

NOTE: Amazon does NOT support personal  Secure files on the Kindle.

Secure  Adobe eBook: The Basics Software Help Troubleshooting
 Secure  Epub: The Basics Software Help Troubleshooting

Q: Can I use the secure materials I purchase from this site on multiple machines?
A: Yes. To use Secure Adobe and Secure Adobe ePub eBooks on multiple machines, each machine must first be activated to the same Adobe ID account using the Authorize Computer option. 

Q: Do you have a discount program?
A: Check out the banner on our home page and the "Hot Deals" section for today’s bargains. Certain limitations may apply. 

Q: Do you have a loyalty program?
A: Yes, it’s called the Buy-10-Get-One-Free program. For every ten qualifying purchases, you will receive a code that you may use to purchase a qualifying book for free. Codes are delivered to the bottom of your on-line library immediately after completing the tenth qualifying purchase. 

Codes  expire 10 days from issue and must be utilized prior to expiration. Certain  limitations apply to which books can be purchased using the code, and bundles,  one-click buys, and titles over $25.00 are excluded. Only titles that display  the Incentive Eligible symbol will result in Buy-10-Get-1-Free credit. Only  titles that display the Incentive Eligible symbol AND do not qualify for a  previously stated exclusion will be eligible for redemption using a  Buy-10-Get-1-Free Code. (See example of the Incentive Eligible red and gold  crown icon below.)

Check  out this special Digimonkey Tip

Q: Will I be able to rate the books that I read?
A: You  may rate each book that you’ve read. The rating system is a five-point scale,  with 1 being least enjoyed and 5 being most enjoyed. Readers may only rate  books that they have personally downloaded.

Check  out this special Digimonkey Tip

Q: How are the top rated lists calculated?
A: The Reader Rated rankings accessed via the Best Sellers link on the home page is based on the mean (simple average) score for the past 60 days. In order to be considered eligible for the top rated a book will had to have had 5 ratings. The all-time overall score is reflected on each book detail page. When you use the Top Rated category sort, for example sorting by Top Rated in Contemporary, the ranking returned reflects only the last 30 days of sales. Lastly, the Highest Rated books that appear at the top of the category page is based on the last 3 days of sales.

Q: How are the bestselling ratings calculated?
A: The Best Seller rankings accessed via the Best Sellers link on the home page is based on the average sales per day for the prior seven (7) days. In order to be considered "eligible" for the bestsellers a book will have had to have a minimum of 10 sales. When you use the Best Seller category sort, for example sorting by Best Seller in Contemporary, the ranking returned reflects only the last 30 days of sales. The Best Selling books that appear at the top of the category page is based on the last 3 days of sales.

Q: I’m noticing that there are some special icons that appear on the category and product detail pages. Can you tell me what they mean?
A: Sure!
 
   ARe Best Seller: This means that the title has either been a Category Best Seller or a Top 10 Best Seller
   ARe Top Pick: This means that the title was selected as an ARe Staff Top Pick
   ARe Staff Pick: This means that the title was selected by as an ARe Featured Sunday Staff Pick.
  ARe Incentive Eligible Icon: This means that the title is eligible for advertised promotions, including the Buy-10-Get-1-Free program. Titles without this icon are excluded.

Q: Can you explain your "heat" rating system?
A:  Sure!

1 flame- Stories will either not have  consummated love scenes, or if the loves scenes are consummated detail is not  given.
2 flames- Stories will have some love scenes.  These will be more sensual then graphic and will mostly rely on euphemism.
3 flames- Stories will have sensual, yet more  explicit love scenes, and the language used to describe them may be more  graphic and direct.
4 flames- Stories have frequent love scenes  that are explicit and described using graphic and direct language.
5 flames- Stories have a high frequency of  love scenes that are explicit, described using graphic and direct language,  and/or contain subject matter that some readers may consider objectionable.

Q: What if I find a great book here that I know a friend would love? Is there a way for me to share that information?
A. Yes, there is a "Tell a Friend" button on every book detail page that enables you to email pages to your friends. Our system does not store those e-mail addresses, so your friends will never receive future e-mail solicitations as a result. We also have a host of share buttons, including Facebook "Like" buttons on every book detail page.

Q: How do I contact you?
A: If you are…

A current customer, click here. If you  don’t find the answer you need, follow the prompts to open a support ticket.

A prospective customer and are having issues with  registration or purchasing, click  here.

A registered publisher with a financial question, click  here.

A registered publisher with a technical or contract question, click  here.

A prospective  publisher/self-publishing author with a question about selling content on the site, click here for the  publisher FAQ and here for  the registration and terms of agreement. Have more questions? Click here.

Wanting to file a notice about  violation or abuse or rights,  review item 7 in our Terms  of Use.

Wanting to restricted content on the  site, click here.

Searching for advertising or promotional  opportunities, click  here.

Wanting to contact our public  relations or publicity department, click  here.